Product Tour

Manage Work More Effectively
Offer customer relationship management functionality as a natural extension of Microsoft® Office Outlook® messaging and collaboration client. Manage customer e-mail, appointments, tasks, and contacts from a single business application.

Understand Your Customers Better
Create a centralised, customisable view of your customer’s preferences, relationships, and activity history to better understand and meet their needs.

Improve Sales Qualification
Spend time with the right leads and prospects. Establish consistent follow-up processes and automate sales activities with powerful system workflow.

Increase Sales Success
Shorten the sales cycle and improve win rates with lead and opportunity management, automated lead routing, sales process management, and competitor tracking.

Keep Customers Informed
Use simple, wizard-driven sales and marketing features to keep your sales prospects and customers informed of new product and service offerings.

Analyse Sales Performance
Use flexible reporting to forecast sales, measure business activity and performance, track sales and service success, and identify trends, problems, and opportunities.

Work in a familiar user interface: Manage and monitor all your interactions within a single business application. Automatically synchronise Microsoft Office Outlook e-mail, calendar, tasks, and contacts with your Microsoft Dynamics CRM database. Automatically convert e-mail messages into contacts, leads, and opportunities.

Target your communications: Use customisable templates to create and send e-mail messages to targeted prospects and customers. Quickly create and send communications using Microsoft Office Word mail merge.

Work away from the office: Access robust functionality offline or work from virtually any location over the Internet or on a wide variety of mobile devices. Update records, study customer data, carry out analysis, and print quotes even when working offline.

Improve data quality: Automatically detect and remove duplicate records to ensure the quality of your customer data.

Do business globally: Compete effectively for global deals and track sales information seamlessly across multiple currencies and time zones.

Gain a complete view of the customer: View and manage account activity and history, including contact information, attributes, meeting notes, attachments, communications, open proposals, and purchased products.

Find information quickly: Use Advanced Find and global search to instantly zero in on key nuggets of information.

Make the right offers: Effortlessly track all interactions, offers, orders, contracts, and relationships associated with your account so that you can offer the right product or service at the right time.

Uncover hidden opportunities: Intuitively track relationships between customers, partners, influencers, and suppliers so you can uncover new opportunities. Understand and leverage complex business scenarios with enhanced support for many-to-many relationships.

Improve lead handling and routing: Easily promote qualified leads to new opportunities with a single click. Automatically deliver the right lead to the right person according to product, territory, dollar amount, or any other criteria.

Manage quotes and orders: Easily create quotes, convert them to orders, then track and manage them throughout their life cycle from proposals to invoices.

Manage territories: Create territories for salespeople, enabling them to manage and evaluate territory-based sales processes and results.

Manage sales and marketing lists: Import purchased lists to fuel your sales efforts. Measure effectiveness and maintain lists for annual sales campaigns.

Manage contracts: Easily add, edit, and track contracts associated with individuals or companies, including maintenance contracts and renewal notifications.

Ensure sales methodology relevance: Initiate, track, and close sales consistently and efficiently with workflow rules that automate sales stages, lead routing, notifications and escalations. Empower salespeople to create their own workflows with workflow tools designed for end users.

Create campaigns quickly: Use wizard-driven tools to keep your customers informed and aware of your new products and services.

Track competitors: Maintain detailed information on competitors associated with opportunities. Track competitor activity by product, region, or other criteria.

Keep a product catalog: Work with a full-featured product catalog that includes support for complex pricing levels, units of measure, discounts, and pricing options.

Manage sales literature: Create, manage, and distribute a searchable library of sales and marketing materials, including brochures, white papers, and competitor information.

Plan More Proactively
Transform customer information into clear, actionable knowledge thanks to deep analytics that enable your company to respond quickly to changing customer preferences and emerging market opportunities.

Gain a Clear View of the Customer
Gain a clear, 360-degree view of the customer with access to deep segmentation based on comprehensive customer, sales, and demographic information.

Get Your Marketing Mix Right
Use reporting and analysis features to evaluate the performance of your print, e-mail, online, and other marketing efforts so that you can concentrate on your most effective marketing channels.

Manage Work More Easily
Provide your marketers with customer relationship management functionality as a natural extension of Microsoft® Office Outlook®, so they can manage customer e-mail, appointments, tasks, and contacts from a single business application. Create marketing communications quickly with Microsoft Office Word mail merge.

Execute Smarter Campaigns
Use intelligent list and segmentation features to reach prospective customers, retain existing customers, and transform successful campaigns into templates that can easily be re-used.

Get Real-Time Visibility
Take advantage of deep reporting and analysis capabilities to track response rates, measure interest levels, and monitor costs for every campaign and activity in real time.

Create lists: Automatically create static or dynamic lists based on accounts, contacts, or leads. Use Advanced Find to identify potential customers based on a wide range of user-specified criteria. Import lists while ensuring accurate data capture using the Data Import Wizard.

Complete tasks in bulk: Import data and leads without impacting system performance.

Improve data accuracy: Automatically detect and remove duplicate records in your lists to improve response rates and campaign performance. Easily define rules to correctly handle duplicates.

Manage permission-based marketing: Make sure your list is based on customer permission from the start with native opt-in/opt-out tracking for all contact records to avoid wasted cycles and improve response rates.

Manage the campaign life cycle: Define tasks, activities, and marketing materials for the entire campaign life cycle. Create budgets and define follow-up activities for respondents and non-respondents.

Enhance brand value: Collaborate across teams and business units to maintain and enhance the consistency and power of your brand.

Work in a familiar user interface: Automatically synchronise e-mail messages, tasks and contact details through seamless integration between Microsoft Office Outlook and Microsoft Dynamics CRM. Quickly create and send communications from anywhere using Microsoft Office Word mail merge and mail merge templates.

Track responses: Drive closed-loop campaign execution by tracking responses to every campaign activity. Convert e-mail responses to leads or opportunities, qualify leads, and do much more with just a few clicks.

Monitor results: Generate detailed real-time performance reports that track key performance factors including return on investment, response rates, and cost per response.

Plan and execute campaigns: Use predefined system templates for future use in campaigns, or create new campaigns from scratch. Schedule campaign activities to be performed immediately or at specific times in the future, and launch campaigns from anywhere.

Communicate clearly: Create professional-looking e-mail templates and effortlessly launch mail-merge-based communications. Intelligently convert e-mails into contacts, leads, and opportunities automatically according to rules you set up.

Define activities: Choose activities for a campaign, such as e-mail messages, phone calls, faxes, or meetings, and assign them to appropriate people.

Improve lead handling: Easily distinguish new prospects from existing customers and promote qualified leads to new opportunities with a single click.

Route leads automatically: Automatically deliver the right lead to the right person according to product, territory, dollar amount, or any other criteria based on workflow rules that you define.

Uncover hidden opportunities: Intuitively track relationships between customers, prospects, influencers and suppliers so you can uncover new opportunities. Understand and leverage complex business scenarios with enhanced support for many-to-many relationships.

Identify trends and forecast performance: Introduce new products and services efficiently, and improve up-sell and cross-sell opportunities. Allocate marketing resources based on a clear understanding of trends and opportunities.

Build loyalty: Take advantage of the 360-degree customer view to proactively suggest replacements or renewals, or to just reward frequent customers.

Analyse demographics: Segment customers by their demographic profile and spot purchase trends as they develop.

Articulate the ROI of marketing: Create insightful and focused reports for executives and top constituents that adeptly highlight key marketing metrics and marketing performance indicators and drive home the value of marketing programs.

Deliver Superior Customer Service
Utilise multiple interaction channels, including phone calls, e-mail messages, in-person communications, and self-service Web sites to quickly create, manage, and resolve service issues. Use streamlined access to cases, customer history, Service Level Agreements (SLAs) and a powerful Knowledge Base to support customers effectively and productively. Enable customer service representatives to deliver consistent customer experiences through flexible and structured customer service stages and processes through Windows Workflow Foundation.

Manage Work More Efficiently
Create a productive work environment for your customer service representatives with Microsoft Dynamics CRM. Whether implemented on premise through Microsoft Office SharePoint® Server, within the context of a contact center agent desktop, or as a natural extension of Microsoft Outlook®, Microsoft Dynamics CRM can help your business to productively manage customer incidents, service contacts, and knowledge from a single, scalable business application. With the familiar Microsoft Dynamics CRM interface, your business can quickly bring new service representatives up to speed while reducing training costs.

Automate Service Processes
Assign, manage, and resolve support incidents with automated routing, queuing, and escalation of service requests, along with case management, communications tracking, and auto-response e-mail. Use Windows Workflow Foundation to create and execute robust service processes that span the customer service organisation. For organisations seeking to make service a core competency of their business, Microsoft Dynamics CRM can extend throughout the customer value chain to include other departments or areas of the business, as well as partner and supplier organisations.

Resolve issues quickly and accurately
Improve your first-call resolution rates using a searchable, shared knowledge base of articles organised by product and service category, as well as through integrated “Presence” information and instant messaging. Quickly locate and communicate with subject matter experts, managers, or supervisors using contact information that is embedded right in the CRM user experience.

Gain Actionable Insight
Measure customer satisfaction during all stages of the service lifecycle either in real-time or as part of a service reporting cycle. Use historical and actionable analytics to raise customer satisfaction, reduce case handling times, improve first-call resolution, or drive targeted cross-sell/up-sell offers to customers. Incorporate service analytics into product improvement initiatives, quality measurement processes, and warranty program optimisation.

Third Party Integration
Confidently build and deploy world-class Contact Centers with Microsoft Dynamics CRM through on-premise integration with critical contact center infrastructure products, including leading telephony switch, automated call distribution (ACD), and computer-telephone integration (CTI) products, as well as agent scripting, offer management and workforce management, and call quality solutions.

Application Integration
Much of the information needed to answer customer questions is scattered across applications such as ERP, billing, and invoicing systems. This information can be surfaced through Microsoft Dynamics CRM. For complex integration requirements, connect Microsoft Dynamics CRM in an on-premise environment with Microsoft’s Customer Care Framework to aggregate information from existing systems and channels to accelerate issue resolution. This gives customer service representatives the ability to see all customer interaction information across multiple systems in one place.

Choose your user experience: Provide a familiar role-tailored user experience using Microsoft Office Outlook or a web-browser that is completely tailored for your business needs, such as a contact center agent desktop.

Manage cases: Create, assign, and manage customer service requests across multiple channels, including phone, e-mail, Web, in-person and emerging channels. Manage cases from initial contact through resolution and automatically associate incoming support inquiries with the appropriate case.

Route and queue cases: Dispatch cases to queues where individuals and teams can access them easily and automatically route them to the appropriate individual, supervisor or expert. Customise service queues so that they match your customer service processes.

Speed problem resolution: Resolve common support issues quickly using a searchable knowledge base. Ensure that published information is complete, correct, and properly tagged using built-in review processes. Build and maintain a solution database that makes it easy for people to find appropriate solutions quickly.

Manage contracts: Create and maintain service contracts within Microsoft Dynamics CRM to manage service level agreements (SLAs), refine business processes, and bill customers accurately. Update the relevant contract information automatically each time a support case is resolved.

Manage and automate e-mail response: Maintain accurate account, contact and service history with automated tracking and response for customer e-mail messages.

Maintain a product catalog: Work with a full-featured product catalog, including support for complex pricing levels, units of measure, discounts, and pricing options.

Schedule appointments and resources: Manage service appointments and resource allocation across your service sites and locations with a single calendar view of service professionals, tools, resources, and facilities. Quickly locate qualified and customer-preferred service professionals and schedule service appointments to deliver value-added services for customers.

Manage services, facilities, and equipment: Model your complete service delivery offerings and resource groupings into Microsoft Dynamics CRM to provide consistent service practices throughout your organisation.

Communicate in real time: See the availability and status of co-workers using Microsoft Dynamics CRM on-premise and Microsoft Office Communications Server. Optimise service handling and resource utilisation with the power of instant communications.

Automate service processes: Model and deploy robust business automation for customer service using a wizard-based workflow design environment. Connect and build powerful and time-saving workflows built on Windows Workflow Foundation.

Protect data quality: Automatically clean and purge duplicate records to ensure data consistency and integrity.

Turn data into actionable knowledge: Identify common support issues, track service processes, and measure service performance. Use rich reports that provided standard as part of Microsoft Dynamics CRM or easily build customised reports with wizard-based tools that do not require technical resources from IT.